Remote CX AI Delivery Director

TELUS Digital; Charlottesville, Durham, Columbus, Boston (VA, NC, OH, MA); Remote; CAD 150,000 - 190,000; Full time

Job summary

TELUS Digital seeks a Director, CX AI Delivery to turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across our CX AI portfolio, spanning CCaaS, conversational and agentic AI, agent assist, and CX intelligence, managing engagements generally ~$15–20M in revenue, and directing delivery, product, and engineering leaders.

This is a delivery-first leadership role with an AI lens.

Qualifications

• 10+ years in the technology industry with 4+ years in a senior leadership role.
• Proven record managing a diverse portfolio of client accounts, ideally $10M+ in annual revenue.
• Experience delivering large-scale CX or contact center transformations that influenced VP- and C-level decision making.
• Hands-on delivery experience with CCaaS or CX AI platforms; platform certifications a plus.

Responsibilities

• Lead a global, multidisciplinary team across multiple concurrent workstreams to deliver measurable outcomes.
• Manage risk proactively, identify red/yellow programs, and stabilize teams and client relationships.
• Favor iterative delivery with smaller releases and faster cycles, especially for AI capabilities.
• Optimize delivery models, balancing onshore/offshore teams and repeatable assets.
• Manage vendor and partner ecosystems (Genesys, Google, AWS, Zendesk, Five9, etc.) to deliver joint solutions.
• Partner on pre-sales, shaping scoping and handoffs into delivery for clear requirements.

Skills

Delivery leadership

Portfolio management

CCaaS platforms

AI in CX

Executive communication

SDLC & Agile

Team coaching

Revenue forecasting

Regulatory awareness

Vendor management

Job description

TELUS Digital seeks a Director, CX AI Delivery to turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across our CX AI portfolio, spanning CCaaS, conversational and agentic AI, agent assist, and CX intelligence, managing engagements generally ~$15–20M in revenue, and directing delivery, product, and engineering leaders.

This is a delivery-first leadership role with an AI lens.